• Ensure all documentation is complete and recorded properly for business startup.• Serve as a guide to new owners through initial and ongoing training including software, brand standards, sales, and customer service processes.• Get new owners acquainted with and comfortable using their new resources.• Provide guidance and framework to have new franchisees reach their first-year goals and establish a solid foundation on which to grow their business.• Document new franchisees progress through the various phases of onboarding through successful opening.• Continuously communicate with franchises throughout the process in all forms, verbally, written, presentation, etc.• Assist in the collection, analyzing, and disseminating of collected date to improve with benchmarking and key performance indicators.• Monthly site visits to locations in various cities to support market needs.• Arrange travel and travel reimbursements using Concur.

• Oversee activities directly related to providing services for individually owned and operated franchises throughout the country.• Determine staffing requirements• Interview, hire, and train new employees.• Establish and implement departmental policies, goals, objectives, and procedures, conferring with organizational officials, and staff members as necessary.• Manage staff, preparing work schedules and assigning specific duties.• Direct and coordinate organization’s financial and budget activities to fund operations and increase efficiency.• Complete weekly payroll and maintain average hours for individual employees

• Keep records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.• Resolve customers’ service or billing complaints by performing activities such as refunding money or adjusting bills.• Check to ensure the appropriate changes were made to resolve customers’ problems.• Refer unresolved customer grievances to designated departments for further investigation. • Oversee Live Chat and Internet Lead inquiries.• Perform yearly performance evaluations for each team member• Conduct verbal and written reprimands for performance improvement

• Confer with customers by telephone to provide information about products or services, take and enter orders, obtain details of complaints.• Contact customers to respond to online inquiries.• Complete contract forms and prepare change of address records using computers.• Determine charges for services requested and arrange for billing.